Job Description:

Role Summary/Purpose:

Our Venmo Digital Product and CX team is responsible for leading our Product Roadmap and VOC processes, in close partnership with Venmo’s Product team, to prioritize and deliver new products and features that meet the needs of our cardholders, program, and partner. The AVP, Venmo Digital Product and CX Manager will play a critical role in the team’s success. This person will be responsible for leading the product development process for assigned initiatives, managing and enhancing our product backlog and VOC processes, creating and maintaining comprehensive documentation, and being an expert on the digital customer experience. We are looking for someone who is passionate about the customer, deeply curious, detailed and process oriented, and has excellent problem-solving skills.

To be successful in this role, you will need to have the ability to understand and translate complex technical needs into business requirements, a desire to gain a deep understanding of our cardholder and their pain points, and the ability to elevate existing backlog & product development processes to be more impactful. This position reports to the VP, Digital Product/CX Leader for the Venmo partnership.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Lead product development process for assigned initiatives, including the gathering of business requirements, organization and tracking of end-to-end testing efforts, and post-launch analysis

• Support the product roadmap process, including business case development, to ensure we’re prioritizing new products and features that meet the needs of our cardholders, program, and partner

• Lead our cross-functional backlog and feature delivery processes to reflect latest updates on in-flight & upcoming initiatives, as well as identify opportunities to improve its effectiveness

• Support our voice-of-customer efforts, including development of Customer Journey Maps, and cardholder feedback analysis

• Lead analysis and evaluation of external research & internal performance data for insights that inform product strategy & roadmap

• Develop a strong partnership with Venmo’s Product and Customer Experience teams, as well as our internal Venmo Leadership team

• Support Product/CX discussions with Venmo, SYF client team, and executive leadership team

• Perform other duties and/or special project, as assigned

Qualifications/Requirements:

• Bachelor’s degree and 3 years of direct Product/CX experience, or High School Diploma / GED And 5 years of direct Product/CX experience.

• Product / CX experience should also include:

  • Prioritizing product roadmaps and owning backlog process

  • Leading the product development process from concept to launch, including business requirements development and end-to-end testing efforts

  • Leading product launch efforts, including post-launch validation, monitoring, and analysis of new products/features

  • Experience in analyzing customer feedback and translating into actionable insights/opportunities

  • Successful history supporting partner relationships

  • Demonstrated ability managing complex, technical projects in a matrixed, high speed, and quickly changing business environment

• Ability to execute at a high level with a sense of urgency

• Advanced problem-solving skills with the ability to develop innovative solutions in a fast-changing environment

• Proactive, self-starter with a high degree of self-initiation

• Outstanding communication, presentation, influencing, and collaboration skills

• Strong analytical skills

• Ability to travel up to 15%

Desired Characteristics:

• Direct product management experience

• Possess deep knowledge of the payments and e-commerce industry, as well as a passion for creating world-class experiences

• Demonstrated strong quality/process improvement experience, with relevant examples that improved business performance and customer experience

• Experience working with JIRA and Confluence

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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